Dec 2021 – Jan 2025 · 3 yrs 1 mo

• Built strategic organization to support customer-facing teams and ensure they are armed to drive adoption, value realization, and growth of customer base.
• Led company wide initiative to change how Sales and Customer Success (CS) worked with customers from being ‘feature-first’ to ‘outcome-first’, resulting in improved win rates and value realization.

Jan 2021 – Dec 2021 · 11 mos

• Built new presale CS function to support new sales acquisitions and scoping of services deals, set strategy and vision for the team including KPIs and targets, and hired 8 Presale Consultants.

Dec 2018 – Jan 2021 · 2 yrs 1 mo

• Built and led the Global Accounts Customer Success team, overseeing the largest and most strategic customers, representing the highest revenue segment of the company.
• Managed and grew a $20M book of business to $50M in ARR, driving revenue growth through strategic customer engagement and value delivery.
• Developed and launched a customer success score and adoption analytics tool leveraged across all customers, providing insights into product usage and tailored recommendations for improved adoption and value, driving a 140% increase in adoption.
• Owned key performance metrics, including gross and net retention rates, services bookings, lead generation, product adoption, value attainment, and segment P&L.
• Delivered strong retention results, achieving 100% of retention goals in 2018 and 99% in 2019.

Dec 2016 – Dec 2018 · 2 yrs

• Scaled the Customer Success strategy, growing the team from a small group to a multi-organization function, expanding across Customer Success Management, Professional Services, Support, and Education to drive customer value and business growth.
• Owned key performance metrics, including gross and net retention rates, services bookings, lead generation, product adoption, value attainment, and segment P&L.
• Delivered strong retention results, achieving 100% of retention goals in 2017.

Dec 2015 – Dec 2016 · 1 yr

• Built and led the West and Central Customer Success Teams, managing remote, geographically dispersed CSMs to drive customer engagement and retention.
• Owned key performance metrics, including gross dollar renewal rate, expansion revenue, lead generation, product adoption, advocacy, and CSM cost/ACV ratios.
• Achieved 100% of retention goal in 2015, ensuring strong customer loyalty and revenue stability.

Apr 2013 – Dec 2015 · 2 yrs 8 mos

• Managed a team of Customer Success Managers and the operations of the Customer Success Team, including the deployment and adoption of the Gainsight customer success platform.
• Achieved 100% of retention goal in 2015, ensuring strong customer loyalty and revenue stability.
• Recognized with the company’s highest honor, the President’s Award (2014), for high-impact contributions and outstanding performance.
• Surpassed retention targets, achieving 101% of the goal in 2013, demonstrating a strong track record in customer retention and revenue protection.

Mar 2011 – Apr 2013 · 2 yrs 1 mo

• Implemented the Brainshark platform to help companies solve real business challenges. This included the development and management of project plans and status reports. Delivered effective training, consultation, and follow up to ensure customers' adoption and success with the Brainshark platform.

Sep 2009 – Mar 2011 · 1 yr 6 mos

• As the first Customer Service Representative at Brainshark, worked to develop and grow the CSR program, including designing proactive outreach initiatives to increase Brainshark awareness and maximize customer success.

Jul 2008 – Aug 2009 · 1 yr 1 mo · Greater Boston Area

• Responsible for lead generation, project scoping, and proposal generation for a boutique web services company.